Visitor Services Guide - Tourism
About The Position
Join the Tourism department as our next Visitor Services Guide! Primarily situated at the heart of Regina’s YQR Airport, you will provide a warm welcome and expert guidance to travelers from around the world. This role is responsible for first point of contact for the City of Regina responding to complex customer inquiries regarding tourism information. Typically provides in person customer services at a Visitor Services Desk. This role also offers the exciting opportunity to set up and manage tourism booths at various events in the City of Regina, where you will distribute informational materials, guides, and sell promotional items as needed. If you have a passion for highlighting the best our city has to offer, thrive in delivering exceptional face-to-face customer experiences, and excel in independent work, this job is perfect for you!
Requirements
- Completion of secondary school or equivalency.
- On-the-job experience in customer service.
- Valid Driver’s License.
- Provides front-line customer service where messages/responses may be met with frustration/rudeness.
- Explains, clarifies, and exchanges technical and process information.
- Asks questions to determine appropriate response/action.
- Responds to escalated inquiries due to complexity to resolve problems.
- Provides written response to email and social media public queries.
- Interacts across a range of stakeholders with a focus on the provision of services and the exchange, collection, and dissemination of information.
- Identifies issues, consults, and follows scripts, policies, procedures, and processes.
- Determines when to escalate calls and create service requests.
- Familiarizes new employees with tasks, duties, practices, and processes.
- Contributes to completion of work unit activities through completion of sequenced tasks/workflow.
Responsibilities
- Receives inbound calls and inquiries, records details, determines customer needs identifies solutions, and escalates queries as required within defined timelines.
- Receives and responds to emails and social media queries within defined timelines.
- Provides in person visitor services to customers sell promotional items.
- Provides guidance and education to the public on the use of the City of Regina tourism website.
- Utilizes, consults, and updates computerized records.
- Performs cash management functions to collect revenue, keeps record, and performs balances.
- Calculates, collects, and process payments, negotiate suitable payment arrangements to clear outstanding and arrears balances, and refer collection activity as appropriate.
- Acts as an Ambassador to the city greeting customers, answering inquiries, manages incoming/outgoing deliveries and visitor management.
- Completes searches, inputs data, validates data, and generates reports and lists from programs and applications.
- Provides in person services to distribute, informational material and guides, and sell promotional items.
- Communicates information, instructions, and/or updates to necessary departments, and necessary internal/external staff.
- Manages the inventory and ensures adequate supply of information materials required for kiosk.
- Supports the Manager as well as the administrative work processes and duties for the work unit.
- Provide input for social media content plans, that aligns with strategic goals for Tourism Regina
- Monitors Tourism Regina’s social media profiles and presence, including Facebook, Instagram, X, LinkedIn, YouTube and identifies strategies for new content
- Other duties as assigned.
Benefits
- health and wellness benefits
- growth through educational support and in-house courses
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
